About

What The CX Operator is

The CX Operator is a hands-on publication for the people who run contact-center operations day to day — team leads, floor managers, WFM analysts, QA specialists, and the ops leaders who own service levels, schedules, quality, and coaching.

Most CX coverage is written for the boardroom. This isn't. We write for the shift: the manager deciding whether to run overtime at 2pm, the QA lead trying to get five reviewers to score the same call the same way, the supervisor onboarding three new hires on an AI-assisted floor. Our test for every piece is simple — does it leave you with something you can actually do?

How we work

• We publish under the CX Operator Desk byline, and occasionally under named contributors. We don't invent personas or credentials.
• We show the work. Expect playbooks, checklists, and worked examples over opinion. When we use a number, it's a clearly-labeled illustration, not a borrowed benchmark.
• We cover tools on merit. When a product is relevant to a workflow, we name it plainly, alongside its peers, with no hype and no pay-to-play.
• We date everything honestly and correct our mistakes in the open.

What you'll find here

Playbooks and field notes across the work of running a floor: Operations, WFM, QA, Training, and reusable Playbooks you can adapt to your own center. Practical first, opinionated second.

Get in touch

Got a playbook that works on your floor, or a correction for one of ours? See the contact page. For the weekly operator's briefing, subscribe here.